Oracle Service Cloud User Group Genesco Oracle Service Cloud User Group Genesco Corporate Nashville, TN April 13, 2017

Customer Interactions Self-Service - Track Orders, FAQs, Support Account, begin Return/Exchange Live Chat - Engagement Engine, Co-browse, CSAT Surveys, Standard Text Email - Online Form, SmartAssistant Online, CSAT Surveys, Message Templates, Standard Text Phone - Simple IVR, promote other channels in queue SMS Messaging - Use Interactive Intelligence

Incident Management Workspaces Incident Rules Contact/Incident History Use workspace design & rules to record all customer issues Use images and colors for easy brand recognition Embedded browsers to provide agent with ability to service more Incident Rules Used to route escalated incidents to appropriate Tier 2 queues Used to send email notifications on escalated issues Used for specific process automation Contact/Incident History Use custom reports for Contact & Incident History Thorough snapshot of details to eliminate opening multiple incidents Categories

Reporting & Analytics 200+ Custom Reports, Scheduled Reports, & Dashboards Reports shared across the company with multiple departments Best Practices Look for out-of-the-box report that is closest to the desired report Understand not only “what” you want to see, but also “why” Browse and understand the Data Dictionary Become familiar with Tables and Joins Use the Oracle Discussion Forms and Analytics Cookbook

Knowledge Utilize OSC for Internal & External Knowledge for multiple brands and languages Journeys, Journeys Canada, Little Burgundy, Lids, Lids Canada, Lids French Internal Knowledge Use “Search Knowledgebase” within the Incident Workspace Transitioning towards Customer Portal Login and Conditional Sections Provide agents with general “Search” training Best Practices Use images & step-by-step instructions for complicated issues & “hard to find” aspects Develop process for reviewing and updating current knowledge Develop process for agents to submit requests for new (or update existing) knowledge Utilize assistance of supervisors and knowledge employees to manage knowledge Read, analyze, and act on Feedback submitted through Helpful/Not Helpful feature regularly

Additional Features Social Monitor Surveys Automated Emails Use to monitor social media posts and to assist with customer issues Use to promote products, events, provide information on upcoming releases Surveys Chat & Email – gauge feedback on company, company processes, and agent Internal – gather agent feedback on multiple aspects Training – gather feedback on training of new agents Store Managers – gather feedback from store managers on our store support Automated Emails Retrieve Custom Information from Order Management System. Check to see if Customer exists in Oracle Service Cloud. Create Customer (contact) if they do not exist. Create Incident with Customer/Order information. Send email to customer with Order information. Online Support Account Soft-release of the Customer Portal Support Account Track status of incidents, provide updates, see contact history